I bought my insert in August 2016 only to find that it works 50% of the time. For that kind of money, you expect to get what you paid for. I've had two guys come out who would tell me "oh the wind blows the pilot light out" but even if there's no wind at all, it will still go out. I've spoken to the manager ten times (no exaggeration) and I can recognize both the manager's and the lady who manages customer service over the phone and yet they play dumb pretending not to have knowledge of my situation, and did not make any effort to resolve the situation. They did not call the manufacturer to see what the issue may be. I tried reaching them myself but couldn't reach them. I received the floor model so I don't know if it's a defective product or if it wasn't installed correctly, but it sure seems like they want to wait till my year-warranty is up so they can tell me they can't do anything about it.
- Company Response
The issue with your fireplace was related to manufacturing of the termination of the fireplace, which Napoleon had not addressed. we have since replaced the termination and we believe this has addressed the issue. Given that the part had issues in production, we required the manufacture technical support to find the problem and fixing it. we do apologize for the time this process took and believe you will not face any further issues with your fireplace. we are more than happy to discuss this matter with you directly and provide any future service you may need for this fireplace. Thank you.
Toronto Home Comfort
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